Question 1

Which of the following does not match well between quality gurus and their contribution?

Accepted Answer

A)  Juran - quality is fitness for use 
B)  Crosby - quality is free 
C)  Deming - quality costs 
D)  Feigenbaum - quality at the source 
E)  All of the choices are correctly matched. 
A)  Juran - quality is fitness for use 
B)  Crosby - quality is free 
C)  Deming - quality costs 
D)  Feigenbaum - quality at the source 
E)  All of the choices are correctly matched. C

Question 2

Warranty service,handling complaints,and costs of litigation are examples of:

Accepted Answer

A)  internal failure costs. 
B)  external failure costs. 
C)  appraisal costs. 
D)  prevention costs. 
E)  replacement costs. 
A)  internal failure costs. 
B)  external failure costs. 
C)  appraisal costs. 
D)  prevention costs. 
E)  replacement costs. B

Question 3

Performance and price are both considered to be dimensions of product quality.

Accepted Answer

A) True 
 B)False  False

Question 4

The tool that is useful in documenting the current process to identify possible points for improvement is:

Accepted Answer

A)  a control chart. 
B)  a Pareto analysis. 
C)  a check sheet. 
D)  a process flow diagram. 
E)  a cause-and-effect diagram. 
A)  a control chart. 
B)  a Pareto analysis. 
C)  a check sheet. 
D)  a process flow diagram. 
E)  a cause-and-effect diagram.

Question 5

The tool that is useful to investigate the relationship between two variables is:

Accepted Answer

A)  a control chart. 
B)  a Pareto analysis . 
C)  a scatter diagram . 
D)  a flow chart. 
E)  a cause-and-effect diagram. 
A)  a control chart. 
B)  a Pareto analysis . 
C)  a scatter diagram . 
D)  a flow chart. 
E)  a cause-and-effect diagram.

Question 6

Defective material from suppliers and lost production time are examples of:

Accepted Answer

A)  internal failure costs. 
B)  external failure costs. 
C)  appraisal costs. 
D)  prevention costs. 
E)  replacement costs. 
A)  internal failure costs. 
B)  external failure costs. 
C)  appraisal costs. 
D)  prevention costs. 
E)  replacement costs.

Question 7

Three key philosophies of TQM are continuous improvement,involvement of everyone in the organization,and customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 8

Process management is not one of the six categories of the NQI's criteria for business excellence.

Accepted Answer

A) True 
 B)False

Question 9

The ISO 9001 is a quality standard developed by the Standards Council of Canada specifically for Canadian companies.

Accepted Answer

A) True 
 B)False

Question 10

Cause-and-effect diagrams are sometimes called:
I.scatter diagrams
II.fishbone diagrams
III.Ishikawa diagrams
IV.flow diagrams

Accepted Answer

A)  I only 
B)  I, II 
C)  III only 
D)  II, III 
E)  IV only 
A)  I only 
B)  I, II 
C)  III only 
D)  II, III 
E)  IV only

Question 11

The dimensions of product quality don't adequately describe service quality.

Accepted Answer

A) True 
 B)False

Question 12

The determination of product quality stops once the product has been delivered to customers.

Accepted Answer

A) True 
 B)False

Question 13

Quality control and quality assurance are equivalent approaches to managing quality.

Accepted Answer

A) True 
 B)False

Question 14

One of the primary determinants of product quality includes the translation of product characteristics into process design.

Accepted Answer

A) True 
 B)False

Question 15

Armand Feigenbaum was General Electric's top expert on quality.

Accepted Answer

A) True 
 B)False

Question 16

TQM expands the traditional view of quality which is looking only at the quality of the final product or service to looking at every aspect of an organization that affects quality and customer satisfaction..

Accepted Answer

A) True 
 B)False

Question 17

Crosby advocates "zero defects",which requires massive inspection efforts to ensure detection of defective products prior to delivery to a customer.

Accepted Answer

A) True 
 B)False

Question 18

Juran describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following are dimensions of product quality?
I.Performance.
II.Price.
III.Perceived quality.
IV.Serviceability.

Accepted Answer

A)  I, II 
B)  I, II, III 
C)  II, III, IV 
D)  I, II, IV 
E)  I, III, IV 
A)  I, II 
B)  I, II, III 
C)  II, III, IV 
D)  I, II, IV 
E)  I, III, IV

Question 20

Deming stresses that workers are primarily responsible for poor quality because they fail to follow instructions.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

Which of the following does not match well between quality gurus and their contribution?

Warranty service,handling complaints,and costs of litigation are examples of:

Performance and price are both considered to be dimensions of product quality.

The tool that is useful in documenting the current process to identify possible points for improvement is:

The tool that is useful to investigate the relationship between two variables is:

Defective material from suppliers and lost production time are examples of:

Three key philosophies of TQM are continuous improvement,involvement of everyone in the organization,and customer satisfaction.

Process management is not one of the six categories of the NQI's criteria for business excellence.

The ISO 9001 is a quality standard developed by the Standards Council of Canada specifically for Canadian companies.

Cause-and-effect diagrams are sometimes called: I.scatter diagrams II.fishbone diagrams III.Ishikawa diagrams IV.flow diagrams

The dimensions of product quality don't adequately describe service quality.

The determination of product quality stops once the product has been delivered to customers.

Quality control and quality assurance are equivalent approaches to managing quality.

One of the primary determinants of product quality includes the translation of product characteristics into process design.

Armand Feigenbaum was General Electric's top expert on quality.

TQM expands the traditional view of quality which is looking only at the quality of the final product or service to looking at every aspect of an organization that affects quality and customer satisfaction..

Crosby advocates "zero defects",which requires massive inspection efforts to ensure detection of defective products prior to delivery to a customer.

Juran describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

Which of the following are dimensions of product quality? I.Performance. II.Price. III.Perceived quality. IV.Serviceability.

Deming stresses that workers are primarily responsible for poor quality because they fail to follow instructions.

Introduction to Operations Management

Competitiveness, Strategic Planning, and Productivity

Demand Forecasting

A: Product Design

B: Product Design

A: Strategic Capacity Planning

B: Strategic Capacity Planning

A: Process Design and Facility Layout

B: Process Design and Facility Layout

A: Design of Work Systems

B: Design of Work Systems

A: Location Planning and Analysis

B: Location Planning and Analysis

A: Statistical Quality Control

B: Statistical Quality Control

Supply Chain Management

Inventory Management

Aggregate Operations Planning

Material Requirements Planning and Enterprise Resource Planning

A: Just-In-Time and Lean Production

B: Just-In-Time and Lean Production

Job and Staff Scheduling

Project Management

A: Waiting-Line Analysis

B: Waiting-Line Analysis

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